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BT gets its wrist slapped over Infinity promises

Line checker couldn’t make up its mind
Wed Jan 09 2013, 16:47
BT Infinity logo

UK TELECOMS FIRM BT has been told off by the UK Advertising Standards Agency for teasing potential customers about when they might get access to high speed internet.

BT is in trouble because it had a fibre line-checker that had a finish line that kept moving. This meant that when people would check it to see when they might get access to Infinity, the dates would change. Not really cool when you have been promised something and are waiting for it.

Fifteen people who had become frustrated by the moving finish line complained to the ASA, and the ASA listened.

It said that in one case someone had been promised an Infinity line on 30 September 2012 only to return to the checker and find that the date had slipped to late December. Though the dates might have been different the situation was the same for all 15 complainants.

According to the ASA's decision, those affected had "expected BT Infinity to become available on or around that date; not for the date to be subsequently extended by three months". BT has been told not to make promises that it cannot guarantee to deliver.

A spokesman for BT was disappointed by the decision, and reminded us that sometimes things do not work out as you might expect and change along the way.

"This is a disappointing ruling. People clearly want to know when fibre might become available in their area and so BT has been publishing its best estimates on a regular basis. Those plans sometimes have to change however if local planning permission isn't granted or we find that a third party can't meet our deadlines," said the firm in an emailed statement.

"15 complaints is a tiny number when you consider that BT is enabling tens of thousands of cabinets but we will work with the ASA to make changes where we can as it is clear that people remain keen to know when fibre might reach them." µ


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